Customer Success Manager (m/f/d)

UpSlide is the number one productivity solution provider for financial services. Our software dramatically improves the functionality of PowerPoint, Word, Excel, and Power BI and enables users at firms like Citi, KPMG, and BNP Paribas to focus on high-value tasks rather than formatting or copy-pasting. We’re scaling up with 140+ employees across our offices in London, New York, Paris (HQ), Singapore, and Berlin.

Our values ✨

Our values guide our approach to work and are at the heart of our recruitment process. To join our team, we look for individuals who value :

• Excellence: We think that every detail counts, and we place great importance on the quality of our deliverables.
• Trust: We are passionate, committed, and free to act with autonomy.
• Happiness at work: We enjoy looking on the bright side and we share our enthusiasm with our colleagues and clients.
  
  

The team 🧑‍🤝‍🧑

You will be joining the team here in Berlin that currently has 7 dynamic individuals (BDRs, AEs, Consultants).

You’ll be covering the DACH region and will be looking after our rapidly growing book of clients whilst reporting directly to Theo, the Managing Director of the office. With the support of a mature global Success function, you will have the opportunity to take on early responsibility for some of our most important clients and progress quickly.

Our team rituals: Enjoy our regular team social events as well as continuous professional development through in-house training by senior colleagues.

Team goals 🎯

We’re aiming to grow to €3m ARR in the next 2 years!

We have grown from nothing to ca. €1.5m ARR in a little over 4 years and we plan to double this in the next 2 years, so you will be joining our office at a super exciting time!

Your responsibilities 🖋️

Client satisfaction, adoption, and renewal (c. 75% of time dedicated)

• Master and enrich your client knowledge and UpSlide product knowledge to be your clients’ go-to source of knowledge and advice
• Establish clear retention goals and process milestones for the client and collaborators to work toward
• Deliver engaging and thorough training sessions to clients to ensure great adoption
• Maintain a detailed understanding of products and services, assist clients with questions, and proactively suggest the best products for their needs
• Lead business reviews and introduce your client to new features relevant to their use case
• Organize webinars to train your clients on specific features
• Assist in creating training courses and educational materials for our clients
• Promote an energetic fan base for our product and locate brand ambassadors (client sponsors) to champion UpSlide’s benefits and value across the client’s business
• Work closely with the Sales teams to build account plans and identify expansion and upsell opportunities
• Lead workshops with our Product team to represent your clients’ voice
  

Data analysis and innovation (c. 25% of time dedicated)

• Analyze your clients’ usage statistics to boost usage through training sessions, webinars, etc.
• Collect and process customer feedback through surveys
• Optimize existing processes within the company and actively enhance customer success initiatives
• Innovate by creating new onboarding tools such as webinars, a statistics dashboard, and a newsletter
• Organize events to promote UpSlide
  

Your goals ⚡

3 months

• Be familiar with UpSlide and our client industries
• Be signed off to give training sessions and business reviews
  
  

4-6 months

• Be autonomously managing your book of clients and handling day-to-day interactions
• Deepening your technical knowledge of UpSlide
• Adding value to the team (process improvements, suggesting ways to solve tricky client situations, taking on projects outside of core role)
  
  

9 months

• Be on track to hit annual KPIs (renewal rate, client satisfaction, and client usage statistics)
  
  

You are a great fit if you have:

• At least 1 year of proven experience in mid-tier and enterprise B2B relationship management or account management
• Technical aptitude, strong problem-solving abilities, and analytical skills
• Ability to build and maintain relationships internally and with clients
• Excellent written and verbal communication skills
• Interest in leveraging data, analytics, and automation to drive ROI
• Strong team player mind, always looking for ways to contribute but also manages well independently
• Proficiency in Microsoft Office (Excel, Word, and PowerPoint)
• An eye for detail
• At least a C2 level in German on top of a C1 level in English
  
  

We’d love it if:

• You have SaaS experience
• You have previous client-side experience in financial services
• You can switch contexts quickly and easily, and are skilled in managing multiple priorities at the same time
• You can speak another language (French, Spanish, etc.)
• You have strong project management skills to manage an exciting portfolio of clients
• You have Power BI experience
  
  

✨ If you don’t tick all the boxes but you think you’d be a great fit, please apply and tell us why.

Recruitment process

• A 45’ phone interview with Andrea, Talent Acquisition Specialist
• A short work task to prepare in 2 days at home to evaluate your Sales and written communication skills
• A 45’ interview with an experienced CSM, Nicole. This call will include a training roleplay
• A 1h interview with Theo (Germany Country Manager) and Annemieke (Global CSM Team Lead). This call will include a case study presentation
• A final 30’ interview with a C-level member
  
  

⚡ On average our process lasts 21 working days.

What We Offer

Make a real difference and be at the very centre of a self-funded and growing SaaS company (doubling every two years for the past 10 years)!

🌍 International environment: Start-up with five offices (Paris, London, Berlin, New York, Singapore) and users in more than 60 countries

💻 Hybrid work: 2 days/week hybrid work policy

🧑‍💻 Work-from-home budget: €500 WFH equipment budget

🌱 Training & professional development: High-quality programs and continuous training, supplemented by an annual stipend for external learning resources

💆‍♀️ Wellness package: 59€ per month for physical and mental wellness activities

🚌 Travel allowance: 86€ monthly travel allowance

👶 Parental leave: Paid parental leave for the birthing/non-birthing parent and help for parents of children under seven

🏠 Beautiful office: Beautiful common areas and meeting rooms, tea/coffee, etc.

✈ Holidays: 30 days plus public holidays

🎉 Company events: Office socials and international company events (e.g. annual company seminar, team seminar, and sustainability actions taken throughout the year)

More About UpSlide

• On top of exciting business challenges in a fast-growing market, you will find a friendly, caring, and challenging culture
• You will be met with opportunities to acquire new skills, learn from others in a multicultural environment, and grow as a person
• UpSlide employees have committed to making a positive impact on the world. We obtained B Corp certification in 2022 with strong commitments toward our employees, community, clients, suppliers, and the environment. UpSlide is now 30% owned by employees More info here: upslide.net/en/from-a-to-b-corp-our-mission-for-positive-impact/
• UpSlide was ranked #1 best place to work in 2019 and #1 best place to work in 2020 in the category “best company for remote work” More info here: upslide.net/en/happiness-at-work-recipe/
  
  

As a B Corp-certified company, we have strong commitments toward our employees, community, clients, suppliers, and the environment. We strive to create an environment where everyone feels welcome. This commitment to diversity and inclusion is applied in our recruitment process and your employee experience once you’ve joined UpSlide ✨